Technical Support Engineer - Remote Work

BairesDev; United States; Remote; MXN 260,000 - 420,000; Full time

Benefits offered by this job

Remote work

Competitive USD salary

Hardware provided

Flexible hours

Paid parental leave

Mentorship & growth

Job summary

BairesDev is seeking a Technical Support Engineer to diagnose and resolve GenAI chatbot and search issues, and to administer Zendesk for scalable ticket handling. You will collaborate with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations while maintaining clean Jira workflows.

Ideal candidates have 4+ years in technical support, experience with GenAI or AI-powered tools, Zendesk administration, and strong English skills.

Qualifications

• 4+ years in technical support engineering.
• Experience with GenAI or AI-powered chatbots and search.
• Zendesk administration and configuration experience.
• Experience with Jira workflow and ticket management.
• Background in live chat operations (Pinch/Intercom-type).
• High proficiency in English.

Responsibilities

• Diagnose and resolve GenAI chatbot and search issues.
• Configure and administer Zendesk for scalable ticket handling.
• Manage Jira workflows to keep tickets clean and actionable.
• Support live chat platform operations and troubleshoot platform issues.
• Collaborate with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations.

Skills

4+ years experience

GenAI / AI tools

Zendesk administration

Jira workflows

Live chat tooling

English proficiency

Tools

Zendesk

Jira

Pinch / Intercom

Job description

At BairesDev®, we've been leading the way in technology projects for over 15 years. We deliver cutting-edge solutions to giants like Google and the most innovative startups in Silicon Valley.

Our diverse 4,000+ team, composed of the world's Top 1% of tech talent, works remotely on roles that drive significant impact worldwide.

When you apply for this position, you're taking the first step in a process that goes beyond the ordinary. We aim to align your passions and skills with our vacancies, setting you on a path to exceptional career development and success.

Technical Support Engineer at BairesDev

What You'll Do:

• - Diagnose and resolve technical issues related to GenAI chatbot and search functionality.
• - Configure and administer Zendesk to support scalable ticket handling.
• - Manage Jira workflows, ensuring tickets remain clean, accurate, and actionable.
• - Support live chat platform operations and troubleshoot platform-level issues.
• - Work closely with TPMs, BAs, Scrum Masters, and engineering teams to resolve escalations.

What we are looking for:

• - 4+ years of experience in technical support engineering.
• - Experience with GenAI or AI-powered tools such as chatbots or search.
• - Experience with Zendesk administration and configuration.
• - Experience with Jira workflow and ticket management.
• - Background in live chat platform operations, such as Pinch or Intercom-type tooling.
• - Advanced proficiency in English.

Nice to have:

• - Experience with business analysis or requirements gathering.
• - Familiarity with CMS/TMS tools such as Help Center, policy content, or translation tooling.
• - Experience with dashboard or alerting tooling, including monitoring and log analysis.
• - Experience writing runbooks and SOP documentation.

How we do make your work (and your life) easier:

• - 100% remote work (from anywhere).
• - Excellent compensation in USD or your local currency if preferred
• - Hardware and software setup for you to work from home.
• - Flexible hours: create your own schedule.
• - Paid parental leaves, vacations, and holidays.
• - Innovative and multicultural work environment: collaborate and learn from the global Top 1% of talent.
• - Supportive environment with mentorship, promotions, skill development, and diverse growth opportunities.